Customer Service Representative (Amazon Focused)
Company: Liquid Death
Location: Remote (Anywhere in the USA)
Reports to: Senior Manager of Customer Service
About Liquid Death
Liquid Death is a fast-growing beverage company that reimagines canned water and iced teas with bold branding and a commitment to sustainability. Founded in 2019 and based in Los Angeles, California, we’ve gained recognition as one of the most exciting startups in the beverage industry. With a focus on entertaining, unnecessary creativity, Liquid Death balances healthy beverage options with fun, irreverent marketing while supporting alternative art, music, and entertainment. Recognized as one of LinkedIn's Top Startups in 2022 and Ad Age's Top Marketer of the Year, Liquid Death is dedicated to making an impact while promoting its mission to declare #DeathToPlastic.
Position Overview
We are looking for a proactive and customer-focused
Customer Service Representative to manage our key relationship with Amazon. You will serve as the main point of contact for Amazon’s customer service team and collaborate with Liquid Death’s internal teams to ensure exceptional service and streamlined operations. You will play a vital role in order management, supply chain coordination, and fostering strong client relationships, while ensuring that Liquid Death consistently meets its key performance indicators (KPIs).
Key Responsibilities
Customer Relationship Management
- Act as the primary liaison between Amazon’s customer service team and Liquid Death’s Key Account and Supply Chain teams.
- Understand Amazon’s needs to strengthen partnerships and drive excellent customer experiences.
Order and Supply Chain Coordination
- Manage orders proactively to optimize case fill rates and ensure on-time, in-full delivery.
- Troubleshoot supply chain challenges, including product availability, new product launches, and discontinued items.
- Ensure smooth product pickup and delivery coordination with Amazon.
Communication and Problem-Solving
- Maintain clear, professional, and concise communication with Amazon representatives and internal stakeholders.
- Anticipate and resolve issues efficiently to avoid disruptions in order processing or delivery.
Operational Excellence
- Consistently meet deadlines and manage order processing activities to prevent delays.
- Ensure accuracy in data management and workflow execution to enhance efficiency and reliability.
- Collaborate with internal teams to provide feedback and improve processes.
Performance Metrics
- Achieve and exceed KPIs, including response time, resolution rates, and customer satisfaction scores.
Qualifications
- Minimum of 4+ years of customer service experience, preferably in e-commerce or with Amazon.
- Strong written and verbal communication skills.
- Proven ability to manage client relationships and collaborate with cross-functional teams.
- Experience with ERP systems (e.g., Netsuite) for supply chain data access.
- Familiarity with CRM systems and other customer support tools is a plus.
- Exceptional problem-solving and critical-thinking skills.
- Ability to thrive in a remote, fast-paced environment with competing priorities.
- Detail-oriented and organized, with a proactive mindset.
- Availability for occasional overtime to ensure customer coverage needs are met.
Compensation and Benefits
Salary: $25-$27 per hour ($52,000 - $56,160 annually) In addition to a competitive salary, Liquid Death offers a robust benefits package, including:
- Medical, dental, and vision insurance options.
- Employer-matched retirement contributions up to 4% after three months.
- Student Loan Retirement Match program.
- Flexible PTO and 17 paid holidays.
- Wellness perks such as Headspace, ClassPass memberships, and an EAP.
- Pet insurance through Nationwide.
- Life insurance, disability benefits, and optional accident and critical illness coverage.
- Travel assistance, family-friendly perks (e.g., SNOO Bassinets), and more.